Director of Customer Experience

Paradigm at Woodwind Lakes•Houston, TX

7d•Onsite

About The Position

In keeping with our organization’s goals, the primary objectives of the Director of Customer Experience are to monitor all aspects of the guest experience and provide actionable information to facility management regarding enhancements to the overall operational effectiveness of the facility. The Director of Customer Experience will have direct interaction with residents, family members, and guests and gather feedback through the customer survey system as well through direct communication. The Director of Customer Experience will also be involved in responding to and resolving guest issues as well as directing and communicating with facility management to assign members of the management team to address and resolve issues.

Requirements

High school diploma or GED
Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet)
2-3 years of professional experience in similar position with strong emphasis on hospitality industry experience
Excellent written and verbal communication skills
Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude
Ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously
Display attention to detail
Interact with residents, families, and the community in a professional manner
Ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving situations)
Exceptional judgment and active foresight
Self-motivated and self-directed
Express genuine care for and interest in elderly and others who need services at the facility
Ability to comply with the residents’ rights and employee responsibilities

Nice To Haves

College degree or hospitality degree preferred

Responsibilities

Greet/orient all new residents and their families to the amenities and services of the facility, and of the Guest Services role.
Follow-up with each short-term resident (daily when possible) and family member/responsible party (weekly) or as directed and required
Serve as liaison between guests (and their families) and facility to address any concerns
Manage room appearance standards to ensure great first impression for all new arrivals (safety checks, bedding, cleanliness, welcome book, welcome/departure gift)
Responsible for daily administration of survey tool/system
Taking full ownership of all guest concerns and comments
Resolve issues immediately and develop follow up strategies to ensure resident satisfaction
Examine trends in data to identify systemic issues and/or improvements and present to facility management
Present a professional image to residents through dress, behavior, and speech
Adhere to Company standards for resolving consumer concerns
Ensure that all patient/resident rights are protected
Interact with residents, families, and others with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances
Provide excellent service, setting an example and becoming a champion of the facility’s service program to build a stronger net promoter score (residents’ and family members’ willingness to recommend the facility to others)
Communicate and interact effectively with residents, visitors, families, staff, and supervisors
Attend and participate in departmental meetings and in-services as directed
Report all resident, staff, or other concerns to the appropriate department head
Report all incidents, accidents, unsafe situations, and concerns immediately
Maintain knowledge of applicable federal, state, and local rules and regulations relating to responsibilities
Ensure that responsibilities are performed consistent with all applicable federal, state, and local rules and regulations as well as facility policies and procedures